Operations Analyst (SaaS)

TL;DR

Operations Analyst (Power BI/SaaS): Managing and optimising Power BI reporting and the Customer Success CRM (Planhat) to deliver high-quality insights for CS and Operations teams with an accent on retention, churn, and expansion metrics. Focus on building scalable reporting frameworks and delivering data-driven analysis to support strategic decision-making.

Location: Hybrid (Portsmouth, UK)

Company

hirify.global is a B2B software company specializing in sales intelligence and lead generation tools.

What you will do

• Own and manage the Customer Success CSP (Planhat), ensuring data integrity, usability, and optimized workflows.
• Build, maintain, and continuously improve Power BI dashboards and reporting suites for CS leadership.
• Define and track key SaaS performance metrics including churn, retention, NRR, and expansion.
• Collaborate cross-functionally with Sales, Marketing, and Finance to ensure business-wide data alignment.
• Support Operations and Enablement teams by defining KPIs and improving reporting processes.

Requirements

• Proficiency in Power BI with experience building and maintaining automated reporting dashboards.
• Strong experience managing and working within CRM/CSP systems.
• Proven track record of analyzing SaaS Customer Success metrics (churn, retention, NRR).
• Strong data manipulation skills and high attention to detail regarding data accuracy.
• Ability to translate complex data into clear, actionable business insights.
• Effective stakeholder management and communication skills.

Culture & Benefits

• 25 days holiday plus Bank Holidays.
• Hybrid working arrangement.
• Dedicated budget for self-development and professional growth.
• 2 paid charity volunteering days per year.
• Clear progression and development opportunities within the company.